Measuring Field Service Success: The Essential KPIs

By Brian Albright, Field Technologies

To measure the effectiveness of field service, you don’t need to track a lot of KPIs, just the right ones.

Field service organizations of today are in a constant state of improvement, always looking for ways to be more efficient and to provide better service. When an enterprise deploys new or upgraded field service automation solutions to help achieve these goals, return on investment (ROI) is an important consideration. What sort of payback is the solution providing, and how quickly is the added value realized? The only way to truly know how well the solution is working is to establish key performance indicators (KPIs) that can be measured before and after the deployment.

You can’t manage (or improve) what you can’t measure, and KPIs allow field service organizations to define, measure, monitor, and track performance over time toward the attainment of their stated organizational goals. KPIs are quantifiable metrics that relate to specific success attributes that reflect the organization’s performance.